From real startups out of garages launching their first ecommerce operation, to large businesses and enterprise corporations, having top complaint management software is a cornerstone of the customer-company bond.
The best complaint management systems can either come as their own platforms or be part of a larger suite of SaaS like CRM. They let agents communicate with customers and users across all channels and devices, even with live chats. These platforms help organize complaints and tickets, automate easy steps, and help resolve issues faster.
Smaller companies can make sure they deliver top customer experience right at that crucial point where they need to grow their networks. In this case, every successful complaint resolution can turn the customer into a happy brand ambassador.
For larger companies, complaint management systems can track and organize large volumes of issues. It can route them to the correct offices, departments or agents. It can provide overviews of all issues in progress and give insights through analytics and reports.Complaint management software is also crucial for IT. It helps them track bugs and identify root causes of bad code. It can also manage the workflows of IT agents and allow them to collaborate on tickets.
This article will go through the ins and outs of complaint management systems. Then we’ll look at 23 of the best complaint management software.
There are many benefits of using complaint management software. First and foremost is to deliver a great customer experience. This is done in many ways.
It lets your customers or users reach out to you any time and from any device or channel. It can route a complaint to the agent best suited to help, and automate other similar tasks. This means faster resolution times and overall better service.
Complaint management software also acts as a database and archive. It organizes customer data and keeps track of all issues related to each. It can also combine the data across multiple factors like problem type or customer type. This will give you an edge in catching problems and spotting areas which need improvement.
Common features to expect are omnichannel communication dashboards, workflow automations, self service portals, social listening tools, analytics and reporting.
Different industries need different kinds of reports. Whether it's software engineering or managing an ecommerce store, the technical data varies. Good complaint management CRM can be customized to help drill down to the root causes of problems. It can collate many reports for good aggregate data.
Great customer service means being there 24/7 to help. Complaint management tools give you real time updates whenever someone is reaching out. It lets your customers use any device or any communication channel. This enhanced access makes solving tickets quicker and higher customer satisfaction.
Complaint management can be quite serious if you're getting a lot of complaints. Especially if you're not resolving them quick enough. Companies are liable for negligence. CRM software with complaint management features let you monitor complaints and help you stay compliant.
IT support is one of the most important solutions for complaint management. It helps route tickets in every office to the best suited rep. This way they can troubleshoot the problem locally, giving them access to local networks and hardware. It also helps IT reps collaborate or pass on tickets.
CRM software store sensitive customer data. It’s part of the trusting relationship one has with a brand. The best complaint management CRMs use top-grade encryption. Some have third party auditing tools for regular security checkups. This means not only is your data safe from breach but it’s always backed up too.
In today’s brand-built environment, customer loyalty is more important than one sale. And no industry is free from worrying about complaints. Complaint management software makes sure complaints don’t become churns and bad press. It makes it easy for users to log complaints, have them tracked and solved.
There are a lot of great ways to automate tasks. Follow Ups and reminders are very important when it comes to complaint management. Sometimes your team can be busy or there could be a huge dump of tickets. Complaints slip through the cracks. You can get follow up reminders to the right agents to avoid this happening.
Like all operations activities, it creates data. Whether tracking your relationship with one customer, one product, or one nature of complaint, there are useful insights in that data. The best complaint management software can give you analytics dashboards that are updated in real time. You can slo automate regular reports which are customizable.
The best complaint management system integrates with many other SaaS. Integration is more streamlined than using several platforms as separate apps. Through programs like Zapier you can create workflows between your complaint management system and other software. These include sales and marketing tools or ERPs.
Being always available to help out customers is a big part of the complaint management toolkit. And since many customers will reach out using their mobile devices, customer support reps should also have that flexibility. Complaint management mobile apps could be used for communication and task management.
i-Sight does not advertise pricing and plans on their homepage. To get prices, contact i-Sight through their website.
HappyFox has four pricing buckets: Mighty, fantastic, Enterprise, and Enterprise Plus. Prices are based on the number of agents. Contact HappyFix for actual prices.
There’s a free version of Zoho Desk for 3 agents. Standard price is $12, professional is $20, and enterprise is $35, all per user per month billed annually.
Zendesk has many packages. For support only they begin at $5 per agent per month billed annually and can go up to $199. There are also more robust packages for fuller customer satisfaction suites.
Zendesk also offers free trials
There are four plans for Freshservice. The are: $19, $49, $89, and $109 per agent per month billed annually. There is also a 14-day free trial for Freshservice
Bitrix24 offers a free version. Paid plans for the cloud start at $19 and go up to $159 per month. There are also prices for on-premise use.
The basic Instabug plan is $124 per month, and the pro plan starts at $208 per month. For premium plans contact their sales team. Instabug also offers a free version for “indie” developers.
NABD Systems has a free version. The professional plan is $30 per month. You can get add-ons like live chat separately. For enterprise plans contact their sales teams.
RingCentral has 4 pricing buckets. They start at: $19.00, $24.99, $34.99, and $49.99.
Complaints Pro by causia has 3 plans. Startre starts at $500, professional at $1,500, and enterprise at $3,000, all per month. Extra agents cost more.
There is a 30-day free trial with Complaints Pro.
For a complete and up to date list of prices and plans, get in touch with Quantitative to through their website.
The current list of prices is not available on Cirrus’s website. Contact them for prices.
Cirrus Complaints Handling System does offer a 30-day free trial.
You’ll have to get in touch with the sales department over at Equiniti to get the full list of prices for Charter Enterprise Complaints Management software.
Everest 7 by Lynksoftware does not advertise prices on their website. Contact their sales reps for prices and plans.
Prices and plans are not listed on MasterControl’s website. Contact them through their website to request pricing information.
There are no prices listed on the Sparta Systems website. For a list of prices and plans contact them through their website.
Workpro does not advertise pricing and plans on their homepage. To get prices, contact Workpro through their website.
The starter plan for Marker.io is $49, the team plan is $79, and the organization plan is $159, all per month billed annually.
Marker.io offers a 15-day free trial.
To find out about FCS REcovery prices, contact them through their website.
Wowdesk has many prices and plans. They go from $5 to $60 per user per month. There is a free version of Wowdesk.
Wowdesk offers a free trial.
ConSol CM/Complaint Software has two plans listed in Euros. For exact US prices, contact them through their website.
LiveAgent has several pricing plans. They go for $15, $29 and $39 per agent per month. There is also a free version of Live Agent.
There is a 14-day free trial for LiveAgent.
Workbooks does not display its prices and plans on its website. Visit their site to get in touch with their sales team for more details.
As far back as transactions go in the history of human civilization, there have been complaints. Those who have tended to their customers’ concerns built loyalty and prospered. Others who ignored the cries for help perished into the dustbin of commerce history.
Of course, today, complaint management technology does more than smooth out the wrinkles in the interface between company and customer. It’s also an invaluable tool for internal purposes. The biggest example is for managing issues in software development.
Whether the calls for complaints are coming from inside or outside the house, you need the right tools to manage and solve them. The best complaint management software will help your agents be best prepared to deliver optimal customer service.
From bugs in the code, to a wrong item shipped, it’s best to have the right tools. We hope this article will help you pick the right complaint management platform for you.